Solve customer service phone calls faster by stitching together voice — the most popular channel — with AI and your CRM data. Focus on your customers’ needs, not taking notes, when the call is automatically transcribed. Use AI to personalize every conversation with next best actions and save time with conversation catchups and summaries. Make every agent a superhero by using natural language alerts to provide personalized feedback and coaching.
Make your voice calls smarter with AI and data. With intelligent transcriptions, service reps and supervisors can view voice and CRM data in real time. Agentforce for Service can analyze these conversations to serve up the right knowledge articles and recommend actions.
Get on the phones faster with out-of-the-box telephony integration with Amazon Connect or a range of partners on the Salesforce AppExchange. Embed the phone into your digital channels in Service Cloud to provide a holistic view of your customer conversations. Connect your customers to the right agent at the right time and give your agents all the context they need to assist customers faster than ever.
Launch AI-driven recommendations with real-time transcriptions that free up agents to focus on the customer. Improve Customer 360 and insights with the ability to analyze voice conversations in the context of CRM data — driving next best actions to help agents resolve cases faster. At the end of the call, wrap up with conversation summaries based on customer intents and sentiment.
Don't put your customers on hold. Meet them on their preferred channels from your website, mobile app, SMS, WhatsApp, Facebook Messenger, and more. Provide your agents with a unified customer view across your phone and digital channels to make it easy for your agents — and your customers.
Make work faster for agents, supervisors and customers with Agentforce, your AI assistant for CRM. Ask questions and make requests to get trusted and useful answers. Agentforce can assist with tasks like answering questions using your knowledge base. You can also customize its actions, like routing cases for approval. Agentforce uses advanced language models and the Einstein Trust Layer to provide accurate and understandable responses based on your CRM and external data.
Drive efficiency and boost agent productivity with AI-generated summaries for any work, order, or interaction. Save time by using Einstein to predict or create a summary of any issue and resolution at the end of a conversation. Empower service reps to review, edit, and save these summaries to feed your knowledge base.
Support customers and save service reps time by making next best actions and workflows easily accessible. Empower your reps with targeted suggestions for cross-sell, renewal, or upsell opportunities
Give your supervisors the right tools for coaching and training and complete visibility into agent capacity across channels. Monitor calls and capture insights to assist in real time via chat or Slack. You can also set up training to help your distributed team get up to speed on trending support calls.
Get a real-time, holistic view of contact center performance across all channels — including phone. Give your managers insights into customer satisfaction, revenue, customer retention, customer effort score, or service-level agreement (SLA) performance to identify strengths and areas to improve. Contact Center Analytics also helps you keep an eye on call volumes, wait times, and handle times with real-time queue management.
Unlock productivity from your digital service calls by identifying coaching opportunities from a call recording. Surface key moments such as product mentions, compliance mentions, or your own custom mentions by any topic you define. With Einstein Conversation Insights, you can help agents work more productively by surfacing relevant action items on the call transcript.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
Drive productivity, reduce costs, and increase customer satisfaction at scale with Service Cloud.
Drive efficiencies and case resolutions faster with AI, automation, and Omni-Channel support.
Deliver seamless, personalized conversational experiences across channels — at scale.
Use trusted conversational, predictive, and generative AI built into the flow of work to deliver personalize service and reach resolutions faster.
Start by selecting your Service Cloud edition. Then, add on Service Cloud Voice telephony integration at these price points.
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
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Integrate your call center seamlessly into your CRM with cloud telephony. Select the telephony partner of your choice, or purchase preintegrated out-of-the-box telephony from Amazon Connect.
Cloud telephony is a unified communications as a service (UCaaS) model that connects a company’s voice, video, messaging, customer relationship management, and processes together. By elevating these functions to a single cloud-based platform, employees can boost productivity because they eliminate the need to toggle between systems.
Agents can help customers more effectively when your phone channel runs seamlessly inside a call center software like Service Cloud — right alongside your web and digital channels. Supervisors can have visibility across all channels, for faster case resolution and agent onboarding and coaching.
It’s important that your cloud telephony and call center software can be integrated with your customer data and CRM. When your agents have a complete view of the customer’s interactions and behavior, they can give personalized answers to questions quickly — which improves customer satisfaction.
